Velocity/Virgin websites are RUBBISH

[Jurahn]

I was checking my Velocity account to make sure the Thrifty points were credited from my recent NSW car rental (dropped the car back last Tuesday morning) - there was an entry for Thrifty processed today, only one line with the description "standard points" which just showed a row of big fat zeros!!! Uh oh, I thought - at the time I was pooling to Mr Jurahn's account though, so thought I'd check there first and sure enough, both the standard and bonus points are showing as two separate entries "Pooled from Velocity Member etc" on his account. However on my account, unlike SCs and points, the Thrifty activity didn't mention "pooled to ...." so that threw me for a minute. Oh well, at least they've come through!

 

[Jurahn]

Just rang Delta - they confirmed that what I'm seeing on their website is the same as they can see - 2 flights on the itinerary aren't showing (PER-SYD and LAX-SYD) and the original LAX-SEA flight is still there, the one VA rebooked me to isn't showing up on Delta's system at all. She said I'll have to contact VA again to see if they can find out why the correct information isn't coming though from their system (and therefore isn't being generated on Delta's system).

And just an update, credit where credit is due - my grateful thanks to Tom (one of the Velocity Frequent Flyer reps monitoring this forum) and the Velocity Operations team for getting this sorted out for me, and the flights are now showing correctly on the Delta site.

 

[rtyuiop]

So I booked a domestic return just now, and the website is telling me I have to call the contract centre to change seats as travel extras were booked. As best I can recall the only extra I bought was the carbon offset... As bad as the VA site is, that can't seriously stop me selecting seats?

It's actually been a while since I travelled domestically for leisure and had any options for extras, is this normal?

 

[Denali]

.... As best I can recall the only extra I bought was the carbon offset...

Gotta ask, why did you select/pay for this? Just curious.

I also get this message when I try to change seats for a domestic flight, paid saver and used points to upgrade. I haven't received this message on point upgraded international flights.

 

[Deleted member 29185]

Gotta ask, why did you select/pay for this? Just curious.

I don't buy it all the time, but I have been know to buy it. The reason is that VA claim to put that money + more into bioAVGAS research (along with other worthwhile projects) and I think as a frequent flyer, it's part my obligation to help find alternatives.

 

[rtyuiop]

Gotta ask, why did you select/pay for this? Just curious.

Basically, I like the planet at the approximate temperature it is, and it's a sufficiently low extra cost that even if VA spends/allocates it in such a way that it doesn't go to something worthwhile I'm not too worried about it.

 

[a330j]

I'm looking at the VA website at the moment and it shows "on-special" fares BNE to LAX at $1010 return and BNE-JFK for $1257 return during three separate periods until end May 2017. For the life of me, when I search I can't find those fares during any of those periods. Webjet and Flight Centre don't show the special fares either. I'm wondering whether this is a website glitch or whether I haven't looked hard enough. Has anyone else looked for these fares during the relevant periods and had any success finding them?

 

[Jurahn]

I cancelled family pooling from my account to my husband's account last week and just realised I didn't receive the usual confirmation email regarding the cancellation, and my husband doesn't recall receiving one either. Has anyone else experienced this recently? I received the confirmation email as normal when I set it up a couple of weeks ago, and my account does now show that family pooling isn't currently set up, but I always like to keep the emails in case there's any issue later on about whether pooling was in place or not at a particular time. Didn't think to take a screenshot when I cancelled it as I always receive the emails ...

 

[Bolthead]

I cancelled family pooling from my account to my husband's account last week and just realised I didn't receive the usual confirmation email regarding the cancellation, and my husband doesn't recall receiving one either. Has anyone else experienced this recently? I received the confirmation email as normal when I set it up a couple of weeks ago, and my account does now show that family pooling isn't currently set up, but I always like to keep the emails in case there's any issue later on about whether pooling was in place or not at a particular time. Didn't think to take a screenshot when I cancelled it as I always receive the emails ...

Just read your post... about the same time as ​you I also experienced this. Not only that, it also didn't appear on our account page as it normally does however all was good on the day and I have since changed it again with no issues.

 

[Jurahn]

Just read your post... about the same time as ​you I also experienced this. Not only that, it also didn't appear on our account page as it normally does however all was good on the day and I have since changed it again with no issues.

Good to know. I contacted Velocity and they confirmed it had been cancelled but I'll make sure I take a screenshot in future, just in case, as I'll be overseas the next time I need to cancel it!

 

[Warks]

I did online check-in yesterday and AGAIN I couldn't log in as a Velocity member to retrieve my details. I tried twice and gave up and did it manually with the booking reference as usual. Tried again and was told my account was locked.

I then realised that my complaint (about this) I lodged a month ago was acknowledged twice but I never heard anything again. Big fail.

 

[davidj]

Is Velocity FF site down? Not loading for me.

 

[PDog]

Is Velocity FF site down? Not loading for me.

Wasn't for me either. I had to get some booking details to arrange a transfer, and it eventually worked when I pathed through the virgin site.
On a side note, it asked for my velocity number, and then it prepopulated the booking reference with that, and threw up a warning to say it was incorrect! WTF?!

 

[Major]

I also had trouble yesterday afternoon but it is now loading OK

 

[QF WP]

I got a phone call about attending a Travel Focus group next week regarding booking flights on certain websites, including VA.

Boy am I looking forward to telling them how the travelling public view their website. Now where's eastwest101's list...

 

[eastwest101]

I got a phone call about attending a Travel Focus group next week regarding booking flights on certain websites, including VA.

Boy am I looking forward to telling them how the travelling public view their website. Now where's eastwest101's list...

Its still there, you should find it on this link.

Velocity/Virgin websites are RUBBISH - Blogs - The Australian Frequent Flyer Online Community

Some issues may have been fixed, but new ones may have cropped up in the last few pages of this thread that I haven't documented yet QF WP. I didn't bother updating it for the last 2-3 months as we have no VA or Velocity company rep here anymore I thought it a bit futile to continue updating.

 

[Jurahn]

Just rang Delta - they confirmed that what I'm seeing on their website is the same as they can see - 2 flights on the itinerary aren't showing (PER-SYD and LAX-SYD) and the original LAX-SEA flight is still there, the one VA rebooked me to isn't showing up on Delta's system at all. She said I'll have to contact VA again to see if they can find out why the correct information isn't coming though from their system (and therefore isn't being generated on Delta's system).

Aaaaaaannnnnnnd I'm STILL having problems with this booking. I'd previously contacted the VA rep on this forum and he got the Operations Team to look at it, they had to "push" the flights over to Delta's systems and after two attempts, it was all finally fixed (or so I thought) and everything was displaying correctly on the Delta site, as per my grateful post here on 26th July, acknowledging the team's assistance. Well, 3 days later, it went wrong again - I received yet another copy of my itinerary from VA, no idea why as I hadn't requested it and there had been no other changes to any of the flights that I could see (I'd already received an updated itinerary when the LAX-SEA flight was changed, which seemed to be the start of these issues). I checked the Delta website and sure enough, VA2 had vanished AGAIN so somehow any "activity" on VA's systems with regards to this booking (in this case, the resending of the itinerary) has somehow stuffed up what's being sent across to Delta's systems.

Hugely frustrating and worrying as well - Delta have told me that they cannot see VA2 at all on the booking, only my flights SEA-LAX and SYD-PER. I don't know if their reservations system and the check-in system at the airport show the same information, but if so, when I check in for the start of my return trip in SEA, Delta won't be able to check me in for the onwards flight on VA2 if it's not there!!! I sent another PM to the rep nearly 2 weeks ago, but haven't had a response so far, so not sure if they're trying to find a solution or if they've given up on the problem!

 

[QF WP]

Awesome, have printed it out and will feed them some of the issues to see if they pick up the ball and run with it...

Its still there, you should find it on this link.

Velocity/Virgin websites are RUBBISH - Blogs - The Australian Frequent Flyer Online Community

Some issues may have been fixed, but new ones may have cropped up in the last few pages of this thread that I haven't documented yet QF WP. I didn't bother updating it for the last 2-3 months as we have no VA or Velocity company rep here anymore I thought it a bit futile to continue updating.

I'm working on your last point as well - a little phone call to Virgin HQ and a certain contact of mine should yield results.

Velocity Frequent Flyer (one of the authenticated company reps) did log in yesterday: Last Activity Yesterday 04:37 PM, even though their most recent message was quite some months ago

 

[Warks]

I just got an online survey about a flight this week from their market research company. I rated the website and booking ease 0 out of 10 just to get their attention. Everything else rated well. But the survey didn't dig deeper on that response. Seemed more into stuff about the lounge and getting a newspaper at the gate (I haven't seen one there in a long time - there are papers in the Lounge anyway).

I should have ticked the box at the end to do more market research but didn't think I could bear it.

 

[Jurahn]

Aaaaaaannnnnnnd I'm STILL having problems with this booking. I'd previously contacted the VA rep on this forum and he got the Operations Team to look at it, they had to "push" the flights over to Delta's systems and after two attempts, it was all finally fixed (or so I thought) and everything was displaying correctly on the Delta site, as per my grateful post here on 26th July, acknowledging the team's assistance. Well, 3 days later, it went wrong again - I received yet another copy of my itinerary from VA, no idea why as I hadn't requested it and there had been no other changes to any of the flights that I could see (I'd already received an updated itinerary when the LAX-SEA flight was changed, which seemed to be the start of these issues). I checked the Delta website and sure enough, VA2 had vanished AGAIN so somehow any "activity" on VA's systems with regards to this booking (in this case, the resending of the itinerary) has somehow stuffed up what's being sent across to Delta's systems.

Hugely frustrating and worrying as well - Delta have told me that they cannot see VA2 at all on the booking, only my flights SEA-LAX and SYD-PER. I don't know if their reservations system and the check-in system at the airport show the same information, but if so, when I check in for the start of my return trip in SEA, Delta won't be able to check me in for the onwards flight on VA2 if it's not there!!! I sent another PM to the rep nearly 2 weeks ago, but haven't had a response so far, so not sure if they're trying to find a solution or if they've given up on the problem!

I'm pleased to report I've had a PM from the rep who has looked into it and she has been able to give me a very helpful answer which explains what's happened - happy with the outcome, now I can stop worrying